Manager, Technical Support
Skills
Software As A ServiceBusinessExecutive ReportsProblem ManagementService-Level AgreementsTechnical LeadershipTechnical Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's Degree in STEM field or equivalent experience
- 6–8 years of experience in SaaS technical support SRE escalations engineering or incident response
- 5+ years managing technical teams in a tiered or escalations model
- Extensive customer facing experience with C level stakeholders senior business leaders and technical leadership teams
- Deep understanding of cloud architectures observability APIs logs and troubleshooting methodologies
- Strong background in incident and problem management including RCA CAPA and PIRs
- Experience collaborating with engineering and product on defect intake and prioritization
- Ability to travel up to 10% as business needs require
- Must be legally authorized to work in United States and Elite does not provide sponsorship
Nice to have
- High-stakes communicator
- Customer-facing leader
- Technical problem solver
- Cross-functional collaborator
- Executive presence
Day to day
- Build and lead a new Technical Support function for a cloud-native SaaS platform supporting law firm operations.
- Manage technical case handling for cloud service health API and customization incidents platform reliability and problem management.
- Act as incident commander during major outages and provide executive-ready updates RCA reviews and customer escalations.